If you don't already have a Google Voice account, making outbound phone calls through Hangouts doesn't automatically give you a full Google Voice account. The initial Google Voice account that's created when making phone calls from within a video call doesn't contain all of the features of Google Voice like a unique Google phone number. This initial account allows you to manage the basics for calling phone numbers in a video call, such as calling credit. If you're a Gmail or Google Voice user, your calling credit and call history will be shared across all three products. At this time, users outside of the U.S. cannot upgrade to a full Google Voice account.

We’re sorry to hear that you’re having trouble. You can request a refund of your entire remaining balance or request credit for a particular call by signing into your account and following these steps: